The Network Support Associate will resolve and triage tier one network service requests escalated from the main service desk. With significant exposure to the field of networking, the Associate will remotely (vs. in field) troubleshoot tickets in an administrative/research environment. The Network Support Associate will document, troubleshoot and prioritize tickets, and coordinate assignments for the Network Services Team, working with managers to ensure balanced workloads. The Associate will apply basic networking knowledge to either resolve the issue remotely or to gain more information before dispatching a Network Technician. Coordinates networking equipment delivery and inventory, and validation of purchases. May participate in 24x7x365 on-call rotation. Some off-hours work will be required as needed and other duties as assigned. Position reports to the Manager of Network Services. Communicates with both technical and non-technical users.
Please note: Harvard University requires pre-employment reference and background screening.
Harvard University Information Technology is unable to provide work authorization and/or visa sponsorship.
This position has a 180-day orientation and review period.
Harvard offers an outstanding benefits package including:
Time Off: 3 - 4 weeks paid vacation, paid holiday break, 12 paid sick days, 11.5 paid holidays, and 3 paid personal days per year.
Medical/Dental/Vision: We offer a variety of excellent medical plans, dental & vision plans, all coverage begins as of your start date.
Retirement: University-funded retirement plan with full vesting after 3 years of service.
Tuition Assistance Program: Competitive tuition assistance program, $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools.
Transportation: Harvard offers a 50% discounted MBTA pass as well as additional options to assist employees in their daily commute.
Wellness options: Harvard offers programs and classes at little or no cost, including stress management, massages, nutrition, meditation and complimentary health services.
Harvard access to athletic facilities, libraries, campus events and many discounts throughout metro Boston.
More about HUIT:
Harvard University Information Technology (HUIT) is responsible for the strategy, planning, and delivery of information technology across the University.
Mission: To assure Harvard's leadership in IT: We strive to make it easier for faculty, students, and staff to teach, research, learn, and work through the effective use of information technology.
Harvard Information Technology Academy (designed for IT Staff): HUIT's IT Academy aims to enable each IT staff person to grow professionally and become a trusted partner to her or his team. The IT Academy is built on the belief that every IT staff member across the University (including technology employees at each school and campus) can grow in her or his area of expertise as well as building strong people and project management skills. Learn more here: https://itacademy.harvard.edu/
Harvard University welcomes individuals with disabilities to apply for positions and participate in its programs and activities. If you would like to request accommodations or have questions about the physical access provided, please let your recruiter know.
Diversity, Inclusion & Belonging:
The dynamism that comes with working at Harvard is largely the result of our diversity. Here, staff, faculty, administrators and students representing a wide range of ages, races, interests and backgrounds come together in pursuit of common goals. Together, we strive to provide an environment that values diversity and promotes an inclusive culture
Salary Grade: 055
Union: 55 - Hvd Union Cler & Tech Workers
Technical degree preferred
At least 2 years' experience in desktop support or similar IT experience.
Foundational knowledge of networking hardware and software knowledge
Strong interpersonal communications skills and good technical writing skills
Proven technical problem-solving skills, strong attention to detail, and quality-focused service mindset
CompTiaa Network+ certification a plus
EQUAL OPPORTUNITY EMPLOYER: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Internal Number: 50766BR
About Harvard University Information Technology
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.